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For this episode of the AirBnB Nomads toolbox, Alex explains how to deal with potential conflicts with guests to avoid negative reviews. He shares effective strategies to prevent some of those potential conflicts before they arise and explains how to handle those issues if they do occur.

KEY TAKEAWAYS

• Every SA owner occasionally gets a guest for whom nothing is good enough. But, how you handle that problem will still make a difference to the outcome.
• Set clear expectations within your property listing.
• Do your best to fix any issues. If you can´t fix them make guests aware of them in advance e.g. steep steps.
• Be clear about the house rules. If you don´t allow smoking, pets or parties say so.
• Include your house rules in the terms and conditions.
• Consider including a video tour of the property. Business guests really like them.
• Highlight the pluses too e.g. 5 mins walk from the station.
• Take a proactive approach to communication, get their details so you can ask them on WhatsApp how things are going after they arrive, and quickly fix any issues.
• Listen carefully, and express empathy when people raise problems.
• Ask questions to check your understanding of the issue and to draw out what the guest may be expecting you to do about the situation.
• If things get heated, step back, and take a short break.
• If a guest remains unreasonable don’t be afraid to stand firm.
• Be clear about the check-in and check-out procedures.

BEST MOMENTS

"You´ve got to be transparent about absolutely everything."

"The goal in all of this is to manage expectations. A guest who arrives and feels misled is way more likely to express dissatisfaction."

"Use feedback to enhance your hosting strategies."

HOST BIOS

Alex & Pooh have built a portfolio of over 16 Serviced Accommodation Units and 10 Buy-To-Lets collectively over the last 5 years.

This AirBnB Business has allowed each of them to create their own tailor-made ‘lifestyle by design.’

Pooh chose to escape the corporate life as an electrical engineer instead to spend his time at home with his young and growing family, and Alex likes to spend most of his time in sunny Spain enjoying his love for road cycling or even hiking in the Tramuntana mountain ranges.